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Purecloud Web Base Client Vs Desktop Client

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  • 1.  Purecloud Web Base Client Vs Desktop Client

    Top 25 Contributor
    Posted 14 days ago

    Hi Everyone,
    In our environment our agents are only using the PureCloud web based client for WebRTC calls. Unfortunately, we are having from time to time problems with agents not being able to pick up calls. This does not affect every call center agent at the same time, it is random. That notwithstanding as far as ITIL is concern, this is a disruption of service, thus it will be considered an incident. This is a known error and the work around which we have been applying (With the instructions from Genesys ) is to clear the cache, log out our PureCloud, log back in, if this does not work, completely restart the computer.

    I was thinking if we move over to PureCloud Desktop client, this issue might be resolved once and for all. The system might be stable like the interactive desktop used in PureConnect.

    Now the concern of some managers is with the problems related to using the Desktop Client App. The desktop app will require periodic update, as well as there are issues of interoperability and compatibility with windows. For those who are presently using the desktop app, or think that this imight be worth considering, could you provide any supporting argument I could use in other to move forward with the desktop app ?

    Regards


    #Telephony

    ------------------------------
    Samuel Effange
    Nissan North America, Inc.
    ------------------------------


  • 2.  RE: Purecloud Web Base Client Vs Desktop Client
    Best Answer

    GENESYS
    Posted 13 days ago
    One advantage of the Desktop App over Web browser is that it allows you to use screen recording if you so desire (screen resording doesn't work with the web app).

    If you want to prevent the automatic updates, you can turn them off:

    https://help.mypurecloud.com/articles/deploy-the-desktop-app-admin/

    Disable auto updates

    To remove Check for Updates from the desktop app menu and prevent users from receiving desktop app update notifications, make the following registry/preference value changes.

    Windows
    In the registry key HKEY_CURRENT_USER\Software\Interactive Intelligence\Purecloud\Directory, add a new DWORD value called "DisableUpdates", and set to 1 to prevent all updates.

    Example:

    "DisableUpdates"=dword:00000001


    Mac
    In the preferences file ~/Library/Preferences/com.inin.purecloud.directory.plist, add a new Boolean value called "DisableUpdates", and set to true to prevent all updates.

    Example:

    <key>DisableUpdates</key>
    <true/>

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------



  • 3.  RE: Purecloud Web Base Client Vs Desktop Client

    Top 25 Contributor
    Posted 13 days ago
    Hi George,

    Thanks for the tip on the screen recording, the overview on screen recording is priceless

    https://help.mypurecloud.com/articles/screen-recording-overview/

    In regards to the frequent updates of google Chrome. Is there a guarantee that this frequent updates might not one day negatively affect PureCloud before Developers in Genesys get a fix or patch which will work with their new releases  ?
    Regards

    ------------------------------
    Samuel Effange
    Nissan North America, Inc.
    ------------------------------



  • 4.  RE: Purecloud Web Base Client Vs Desktop Client

    GENESYS
    Posted 13 days ago
    It has happened before, and I presume will happen again, that a Chrome update has caused something in PureCloud to break.

    The Desktop app is based on Chromium, but a specific version (listed in the Desktop App Release Notes in the Resource Center) rather than automatically updating when Chromium gets updated.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------



  • 5.  RE: Purecloud Web Base Client Vs Desktop Client

    Posted 13 days ago
    Hi Samuel,

    Maybe you have already looked into this, you can enable persistent connections on WebRTC and this is known to help with similar symptoms that the ones you have mentioned. It might not be the answer but worth checking.
    https://help.mypurecloud.com/articles/use-persistent-connection-feature-purecloud-webrtc-phone/

    Cheers,

    Jean-Christophe

    ------------------------------
    Jean-Christophe Poyelle
    Foehn Ltd.
    ------------------------------



  • 6.  RE: Purecloud Web Base Client Vs Desktop Client

    Top 25 Contributor
    Posted 12 days ago
    Hi Jean-Christophe,

    Thanks for your input, we had never explored using the persistent connection feature before. It looks nice; I just wonder what effect it might have on the network. Especially for people who log onto PureCloud remotely via VPN into the corporate network, and use the internal connection to access google Chrome

    Regards

    ------------------------------
    Samuel Effange
    Nissan North America, Inc.
    ------------------------------